Accessibility at Frameworth

FRAMEWORTH JOINT CUSTOMER SERVICE AND EMPLOYMENT STANDARDS STATEMENT PERTAINING TO THE AODA:

Providing Goods and Services to People with Disabilities

1. Our mission

Frameworth is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.

We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.

2. Our commitment

In fulfilling our mission, Frameworth will always strive to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

3. Providing goods and service to people with disabilities

Frameworth is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

3.1 Communication

We will communicate with people with disabilities in ways that take into account their disability.

We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

3.2 Telephone services

We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by alternative means such as e-mail, in person, or regular mail if telephone communication is not suitable to their communication needs or is not available.

3.3 Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

3.4 Billing

We are committed to providing accessible invoices to all our customers. For this reason, invoices will be provided in the following formats upon request: E-mail, Hard Copy, Large Print, or any other applicable format which may be required should none of those mentioned prove sufficient. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

4. Use of service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are also committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Frameworth’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

5. Notice of temporary disruption

Frameworth will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances and service counters on our premises.

6. Training for staff

Frameworth will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained:

  • Customer Service
  • Sales
  • Event Management

This training will be provided after an initial 3 month probationary period at Frameworth.

Training will include the following:

  •  The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  •  How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  •  What to do if a person with a disability is having difficulty in accessing Frameworth’s goods and services
  •  Frameworth’s policies, practices and procedures relating to the customer service standard. Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

7. Recruitment Process

7.1 Interviews, Applications, and Hiring

Frameworth is committed to providing accessible considerations from the moment a potential candidate shows interest in applying for a position within the company. Frameworth has made the following considerations in the hiring and interview process, and are open to further recommendations and suggestions on a case by case basis:

  • Job descriptions can be made available in accessible formats upon request
  • Potential requirements pending a successful interview can be discussed during the interview process, and will in no way negatively affect the candidate’s likelihood of being hired
  • Alternative interview styles can be offered to interested candidates who are unable to meet in person. Alternatives such as Skype interviews, phone interviews, and more are available upon request
  • Service Animals and Service Assistants are welcome to join as part of the interview process

7.2 Individual Disability Plans for Employees

Frameworth is committed to providing a suitable, uncompromising work environment for those with disabilities. For those who require additional consideration resulting from a disability, Frameworth will arrange for a meeting during which all factors can be addressed. Upon completion of these interviews, policies will be written up as they pertain to the individual. This will remain in practice for as long as it is required.

7.3 Performance Review and Company Growth for Employees

Frameworth recognizes that employees who require accommodation for disabilities of any form must be absolutely free from prejudice in the process of performance reviews and growth within the company. As part of the process of working with employees in order to create individual accommodation plans, specific goals will be set ahead of time based on the employee’s capabilities and the company’s reasonable expectations.

These goals will be documented and made available in any accessible format required.

During reviews, these goals will be considered and addressed in order to accurately measure the growth of an employee in relation to the accommodated goals.

8. Feedback process

The ultimate goal of Frameworth is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

We strive to improve accessibility for our customers with disabilities. We would like to hear your comments, questions and suggestions about the provision of our goods or services to people with

disabilities. Please contact Customer Service in person, or at 416 781 1115 or by email info@frameworth.com to share your comments.

Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.

9. Modifications to this or other policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Frameworth that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

10. Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, Mikey Ehrenworth, Vice President of Operations of Frameworth.

For Access to our Publicly Available Multi-Year Accessibility Plan, Click Here